If you are smart you are driving the change.
If you are progressive, you are looking at the current landscape and seeing that the internet, mobile apps, augmented reality and artificial intelligence is speeding up the pace of change, feeding and nurturing the insatiable desire for more. Customer service, which for years has been a point of difference for companies who want to stand out from others who merely supply products and services, has reached maturity and is now an expected rite of passage to even be considered as competitive in the current marketplace.
The goal posts have moved from service to “experience”. It is no longer just about how well you serve me - No, no, now you have ensure I ‘feel’ great and feel like engaging in business with you was good for me.
This self centric view is fueled, encouraged and constantly fed by the increasing reliance of us all on social media ratings and reviews. I remember reading in September 2016 that ratings and reviews were going to become a key part of the Google algorithm - if people did not share their experiences when interacting with you then you were doomed to be removed from the oasis of first page rankings and cast into the desert of page 2 and beyond.
If this dawning realisation is becoming evident for you and you are wondering about a way forward here are a few things to consider:
Your internal culture will always be directly reflected in the external customer experience. One of the best ways to get a quick gauge on this is to listen to how people in your team talk to each other and about each other.
Consider where you put your focus. You get more of what you focus on, so focus on what you want more of. Do you operate on the old adage of “no news is good news” or have you advanced to the point where you are aiming to catch people doing things right?
Do you have a team charter and clear service promises that the whole team knows, lives and is committed to? While good, old fashioned politeness goes a long way in creating a good experience, it helps when the whole team is intent of ensuring your unique experience is felt and enjoyed by every customer who encounters your business.
People process information based on their personal knowledge, skill, experiences, culture, faith, schooling, upbring and so much more. All of these create filters that will often cause us to act and react in a certain way. Well trained team members know that they are not responsible for other people's actions and reactions, only their own.
The customer experience is no longer the next frontier but rather the one you must face now or forever be left behind to fade into the sea of mediocrity.